Forum Discussion

mitchgordon94's avatar
mitchgordon94
Joining in
28 days ago

Cancelation complaint

I had moved properties in Feb 2025, I notified viegin and was told at that time i would not have to pay a cancellation, due to not being able to drill holes into the property, I then called again and was told that would have to pay a cancellation which I was not too happy with, I then asked for the original call to be retrieved and listened to, conveniently the call couldnt be found even with me providing a date and time.

I told them I didn't want to renew in writing (back in april on the community site) and I received a call at few days ago looking to upwell to me and asked for confirmation the contract was cancelled and they told me there weren't any notes on the account. 

I called again today to cancel and told I have to provide 30 days notice or pay an extra 2 weeks on the new rate. 

Just be aware of the above points if you need to cancel as it seems they lose calls, get confirmation when cancelling that the notes are actually on your account! 

cancellation
service

3 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    28 days ago

    AFAIK you can only avoid EDF if you move to UK address which is not served by VM (along with a few other exceptional circumstances, such as eviction, which are subject to further T&Cs). I can't recall any past topics on here where the restrictions of a new landlord for not drilling holes for VM cables was sufficient to stop EDF.

    The VM forum people on here do not deal with package changes on here as a matter of routine. How did you request cancellation on here in April (your previous topic goes instantly to PM with no further info)?

    If you do not renew after your minimum term, your contract just continues at the 'standard' (= more expensive) rate for your package until you cancel.

    To cancel VM you need to give 30 days' notice

    https://www.virginmedia.com/help/leaving/

    or use the one touch switch process with a new supplier

    You can make a DSAR to recover past comm's with VM

    https://www.virginmedia.com/help/dsar

    but phone calls have a 180 day retention limit so you may be at or past the limit of your original contact in Feb 2025 if you think you have some route to avoid EDF via that original call.

    • Cardiffman282's avatar
      Cardiffman282
      Community elder
      27 days ago

      Just to add it is always prudent to record your own calls to VM particularly if they are potentially contentious. 

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    25 days ago

    Hi Mitchgordon94 👋 Welcome back to the community forum!

    Thanks for taking the time to post and share your recent experience in trying to leave, and with Early Disconnection Fees. 

    Sadly we are a little limited in being able to see what's happened here, and offer any further support without looking at the account. 

    I will send you a PM to confirm a few details and investigate. If you can please keep an eye on your Inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞